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Customer Experience

Don't Equate Silence with Satisfaction

Don’t Equate Silence with Satisfaction

As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care...
Businesses of All Sizes need Good Customer Service from the Contact Center

Why Size Doesn’t Matter: No Business Is Too Small to Care about Customer Experience

Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can...
Moment of Truth in the Contact Center

The Moment of Truth

My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17...
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Inside View: Moni Smart Security

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...
Map Your Customer’s Journey

Design a Service Experience That Differentiates

Experiences matter. Experiences are journeys. Journeys are designed. So say Thomas A. Stewart and Patricia O’Connell, authors of the new book, Woo, Wow and...
On the Road to Customer-Centricity in the Contact Center

Where Is Your Company On the Road to Customer-Centricity?

In recent years, a growing number of organizations have demonstrated progress toward becoming more customer-centric. For some, the transformation that began as conversations in...
Face the Music - Call Yourself

Face the Music… Call Yourself!

According to TheFreeDictionary.com, “face the music” means to “confront unpleasantness, especially the consequences of one’s errors.” The precise origin of this idiom has been...
Contact Center Self Service as a Customer Satisfying Experience

Get the Show on the Road

The idiom “get the show on the road” alludes to a theatrical production going on tour,” according to The American History Dictionary of Idioms....
Contact Center Digital Strategies Driven by Customer Experience

Digital Strategies Driven by Customer Experience

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction...
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Inside View: Ciena Corporation

Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and...
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Inside View: Vivint Smart Home

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...
The moment of truth in customer service

Moment of Truth

The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a...